Rafsan Iqbal
Bankstown,Australia
Summary
Experienced senior customer service representative with over two years serving banking and finance customers. Skillfully educate customers, troubleshoot issues and process customer requests. Security-conscious, proficient in finance regulations and successful in using multiple systems and interchangeable technologies to handle customer concerns.
Overview
2
2
years of professional experience
Work History
Senior Customer Service Representative
Qudos Bank
08.2023 - Current
- Ensured compliance with applicable laws and regulations related to customer service.
- Mentored junior team members on floor support and managed employee relationships.
- Recommended improvements in products and services to process improvement team to prevent future problems.
- Maintained up-to-date knowledge of company policies and procedures.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Consistently met or exceeded performance metrics and targets.
- Escalated complex issues to appropriate departments for resolution.
- Attended regular team meetings to discuss best practices.
Customer Service Representative (Contact Centre)
Qudos Bank
07.2022 - 07.2023
- Responded to customer enquiries via phone and email regarding account/transactional information, online banking, home, and personal loan enquiries
- Utilized CRM Software to document customer interactions, update customer profiles and escalate complex issues to designated team
- Collaborated with team members to improve overall call center efficacy and customer service standards
- Participated in cross training programs (fraud prevention, AML, cards, and payment operations) to provide more well-rounded service to customers and better support my contact centre
- Assisted in training for newly hired colleagues on banking services and operations procedures
- Resolved customer complaints and diffused escalated situations, ensuring customer satisfaction and retention
- Received numerous recommendations from customers in product review website and consistently achieved higher score in QA performance metrics.
Customer Service Officer
Commitco Pty Ltd
03.2023 - 06.2023
- Analyse applicant’s financial status, perform credit evaluations to determine the feasibility of granting loans
- Review loan applications and provide internal partners on decision justifications adhering to privacy principles and credit policy guidelines
- Conduct identification checks in accordance with our company policy
- Identify and manage fraud according to the policy guidelines
- Ensure that in every customer contact (inbound, and outbound calls, emails), all queries are resolved with speed, efficiency and in line with our brand proposition.
Education
Master's in Civil Engineering -
University of Technology, Sydney
01.2017
Skills
- Excellent verbal and written communication skills
- Active listening and attention to detail skill
- Strong problem-solving and conflict resolution abilities
- Ability to handle high call volumes while maintaining professionalism and composure
- Proficient in using CRM software and customer support tools
- Effective multitasking and time management skills
- Empathy and patience when dealing with customers
- Adaptability to changing customer needs and demands
- Multi-lingual (Fluent in English, Bengali and Hindi)
- Proficient in using MS office
- Awareness of workplace health and safety principles
- Quality Assurance
- Escalation management
- Team monitoring
- Staff Training
- Process Optimization
Attributes
- Motivated
- Fast learner
- Leader
- Team worker
- Honest
- Reliable
- Hardworking
- Enthusiastic
- Well mannered
- Outgoing
- Good communicator
- Punctual
References
- Carmel Littlefield, Assistant Manager (Contact Centre Qudos Bank), On Request
- Phuong Nguyen, Operations Manager (Cash Stop, Commitco PTY LTD), On Request
Timeline
Senior Customer Service Representative
Qudos Bank
08.2023 - Current
Customer Service Officer
Commitco Pty Ltd
03.2023 - 06.2023
Customer Service Representative (Contact Centre)
Qudos Bank
07.2022 - 07.2023
Master's in Civil Engineering -
University of Technology, Sydney
Similar Profiles
JOSHUA SALEHJOSHUA SALEH
Customer Relations Dispute Resolution Officer at Qudos BankCustomer Relations Dispute Resolution Officer at Qudos Bank
Lana BendixsenLana Bendixsen
Customer Service Specialist at Qudos BankCustomer Service Specialist at Qudos Bank
Brendan LeBrendan Le
Catering Staff Member at Qudos Bank ArenaCatering Staff Member at Qudos Bank Arena
ROHIT THAPAROHIT THAPA
Bartender at Bankstown Sport Club (Atrium Bar)Bartender at Bankstown Sport Club (Atrium Bar)
Lakshika GayashiLakshika Gayashi
Member of Public Health Association at Public health associationMember of Public Health Association at Public health association